Returns

Kindly adhere to the returns guide to facilitate successful refunds. Failure to return products in good condition may lead to refusal, and the goods will be sent back to you. A detailed explanation will be promptly emailed to you. Please ensure that the product packaging is in a resellable condition. For any clarifications, kindly email sales@dusklighting.com.

It is of utmost importance to return the product packaging in good condition for two reasons: compliance with our terms and the preservation of our brand image by meeting customer expectations and adhering to brand guidelines.

Product & Packaging Inspection:

  • Are you within the 30-day return window from the parcel receipt?
  • Light or products have NOT been fitted.
  • The product is undamaged, unmarked, and complete.
  • Product packaging (excluding postal box) is undamaged and in brand-new condition.
  • Ensure all instructions, inner packaging, fixtures, and tools (screws, Allen keys, etc.) are included.

UK Mainland & B2B Returns

Posting back to Dusk:

  • Firstly, email Dusk Lighting Customer Service at sales@dusklighting.com to notify them of your return; we will note it on your order.
  • Place the product (in its box) in an outer postal box with sufficient padding as received.
  • Include a note or copy of your original invoice in the box for identification.
  • Choose a courier, preferably a tracked, signed-for service; consider using www.parcels2go.com for comparison (avoid EVRI).Ā Please note that some customers have mistakenly returned goods via EVRI's return service, inadvertently sending them back to www.dusk.com. We are not affiliated with dusk.com; we are www.dusklights.co.uk. To avoid this mistake, please refrain from sending via EVRI altogether.

Returns Address:

Dusk Lighting Ltd
Unit 1 Lancaster Court
Exeter Airport Business Park
Clyst Honiton
Exeter,Ā Devon
EX5 2DP

Global-E Returns (European Orders Only )

You can create aĀ returns label using the Global-e online returns portal,Ā the cost of the returns label will be deducted from your refund.

If you have paid duty and taxes upfront, these amounts are not refunded by us and must be claimed back through your countryā€™s relevant authority. Please be aware that in some jurisdictions, this process can be complex or restrictive. We therefore recommend checking the required procedures with your local customs or tax office before placing your order.

Original shipping charges are not refunded

For all international returns the parcel must be clearly marked with: 'RETURNING UNSUITABLE GOODS TO SENDER'

Failure to do so may result in import duties for which we may hold you liable. The item must be unused, undamaged and returned in its original packaging. We recommend that fittings are carefully checked without installation to avoid any marks, damage or signs of use.

If you require help, please email sales@dusklighting.com

Return My European Order

Returns Policy

Before returning any goods to us, please contact Dusk Lights viaĀ sales@dusklighting.com.Ā 

All goods must be returned in their original condition with all of the original undamaged packaging and in an outer postal box within 30 days of receiving your order.

Dusk Lights will not pay for any unwanted goods to be returned. Goods may be returned by courier or by registered post, and this cost must be met by the customer.

Summary:

  • Product MUST NOT be fitted or altered in any way.
  • Product Packaging must be in good condition. Instructions sheets and fixtures and fittings must also be included.Ā Ā 
  • The above-boxed product must be in an outer cardboard box.
  • The Parcel must contain a copy of the invoice or a note with your order reference number.
  • You can choose a courier of your choice and are responsible for the cost of return.


IF THE PARCEL OR PRODUCT ARRIVES AT DUSK BROKEN OR DAMAGED, YOU ARE RESPONSIBLE FOR CLAIMING WITH THE COURIER THAT YOU HAVE CONTRACTED.Ā 

Please note that if you paid the initial postage on your order this will be deducted from the refundĀ 

Ā Liability

The returned goods remain your property until Dusk has refunded the items. If the goods arrive back at Dusk and postal damage has occurred, it is your responsibility to address this with the courier that you have contracted. Dusk will email you with images and inform you that this has occurred.

If a parcel is lost in transit, it is your responsibility to communicate and resolve the issue with the courier that you have contracted.

Refusal of Return and Refund

If we refuse your return, it is because the condition of the product and/or its packaging is in an unsellable condition, and the return conditions outlined in the checklist haven't been adhered to. We will contact you and outline why the return and refund cannot be processed and discuss the next steps for returning your property to you.

Refunds

All products carry a 30-day money-back policy. This does not apply to bespoke items or items made to your specifications.
The product must not have been installed or modified in any way and must be returned in its original undamaged packaging complete with any bulbs/parts supplied with it. The product must be in its original condition.
We reserve the right to refuse refunds should they not meet the above criteria.
We only refund the price of the item once it has been received by Dusk Lights.
Delivery charges will only be refunded in the event of incorrect, damaged or faulty goods being supplied by Dusk Lights.
Once the goods have been returned to Dusk Lights please allow up to 5 working days for the refund to be issued.

Faulty Merchandise
The customer must notify Dusk Lights within 24 hours of receipt of any postal damages or incomplete fittings. After this period of time, Dusk Lights cannot accept responsibility.
Faulty or damaged goods will be replaced or refunded in full, depending on the customersā€™ requirements.
If only part of the item is damaged / faulty Dusk Lights will send out a replacement for that part. In the event that a part cannot be supplied, the complete item will be replaced.
Dusk Lights will pay for the return carriage of damaged or faulty goods.
Regarding damaged or faulty goods Dusk Lights will not be held liable for any related costs incurred by the customer, for example, Electrician fees, loss of earnings etc.


Returns Address:

Dusk Lighting Ltd
Unit 1 Lancaster Court
Exeter Airport Business Park
Clyst Honiton
Exeter
Devon
EX5 2DP

e:Ā sales@dusklighting.com
t: 01392 363200